AVP - International Inside Sales - EdTech

Key Responsibilities:

Call Center Management

- Manage the call center operations, at scale, for accelerated growth. Must deliver on high productivity through implementing and controlling processes and monitoring KPIs.

- Understand and act on contact-center statistics (speed to contact, conversion rates, costs, customer servicemetrics, etc.). Utilize KPI dashboards and reports to manage team / team members' performance and utilizeboth qualitative and quantitative metrics to manage against performance goals.

- Provide quality assurance for educational advisors utilizing phone, WhatsApp/text message, video callingand email to conduct a consultative sales process.

- Maintain productivity (sales, service, and quality) through performance management and workforce management.

- Work with human resources (HR) to ensure the department is well resourced and that there is a consistent talent pipeline.

- Ensure the team members provide consistent and high-quality admission/enrolment support, including engagement with both the learner and his/her parents/family, as required.

- Ensure all services align with the requirements of regulators and delivery partners, including universities.

- Act as key stakeholder in ensuring proper compliance and leveraging of the technology platform. Measureand manage compliance among users and execute on quality control measures to ensure continuous flowof clean operational data.

- Contribute sales operational strategies and tactics through assessments, reviews, and cost/benefit analyses, using data to drive decision making.

- Collate qualitative and qualitative data collected by the team members to provide market feedback andinsights.

- Manage and scale a great team: by recruiting, selecting, training, assigning, coaching and counseling employees, planning, monitoring, appraising, and reviewing individual roles, planning and reviewing compensation; enforcing policies and procedures.

Inside Sales:

- Implement and execute the company's inside sales strategy in line with the overall sales and business goals.

- Responsible for top line revenue growth driven from lead conversion in the contact center, primarily viaB2Cphone-based, WhatsApp/text message, video calling and email sales.

- Partner effectively with marketing to optimize marketing/operations strategy to maximize sales, conversionrates and costs.

- Follow a data driven approach to run operations, including managing daily sales performance and trends, aswell as improve the sales / services process and metrics.

- Convert feedback and insights from user analytics and testing to maximize customer engagement and conversions, and to design feedback loops that drive continuous innovation.

Candidate Requirements

- Relevant experience at management and leadership levels in contact center and inside sales operations, CRM, and customer service, ideally in sales-based operations.

- Strong knowledge and experience of BPOs / B2C Inside Sales is preferred (e.g., insurance vertical).

- Proven track record to manage and scale a contact center with a deep understanding of consumer buying, lead management & CRM.

- Bachelor's degree required, Master's degree preferred (relevant experience is more important).

Attributes

- Metric driven.

- Results oriented.

- Highly accountable to performance goals.

- Ability to change course and adapt as the business develops.

- Ability to solve problems.

- Strong leadership and organizational skills.

- Excellent communication and people skills.

- Roll-up-your-sleeves, hands-on approach to developing and managing your team, as well as working alongside them to get things done.

- Strong focus on collaboration, people development, and team coaching.